Energy

Energy

Client:

New Jersey’s largest provider of electric and gas service serving 2.2 million electric customers and 1.8 million gas customers with 13,000 employees.

Services:

  • Developed training programs to align with corporate standards for all campus and dispatch locations
  • Integrated end user training into the IMAC process to help reduce the number of calls into the help desk
  • Integrated service call management system transparency via EDI
  • Designed and implemented depot services for imaging devices in the WWTS Integration Center

Results:

  • Consistently met or surpassed all customer service metrics
  • High level of productivity resulted in reduced staffing cost
  • Contract opportunity granted due to consistent high SLA attainment and CSAT scores